The Ploom X Advanced is a heated tobacco device that heats compatible tobacco sticks to create a nicotine-infused vapour. It has been designed to be as simple and user-friendly as possible. From time to time, however, you may encounter an issue where you will need to perform some basic maintenance or troubleshoot the device to resolve a problem.
Fortunately, most problems are easily resolved. Read our troubleshooting guide below to find solutions to the most commonly reported issues, and follow our step-by-step instructions on how to get your device up and running again.
DEVICE WON'T TURN ON
There are several possible reasons your Ploom X is not coming on:
- Your device may be turned off:
SOLUTION - Turn on your device
- Press and hold the hidden button in the middle of the front panel for 2 seconds to turn the device ON/OFF
- Check the Status Lights blink a solid colour to confirm it is ON
- Your device might not be charged enough:
SOLUTION - Charge the device
- Plug the charger into a wall power outlet
- The LED light will blink while charging and turn solid when fully charged
- A full charge will take under 90 minutes
DEVICE ISN'T CHARGING
There are several possible reasons for your Ploom X not charging:
- The cable may be incorrectly inserted:
SOLUTION - Your USB cable needs to be correctly connected
Make sure to check that you've securely plugged everything in.
- The USB cable is defective:
SOLUTION - Try a different charger or power outlet
Using the original Ploom X cable with your kit is ideal, but you can use a different one if required.
- The device requires a RESET
SOLUTION - Reset the device
- Shut the sliding cover and remove the front panel
- Push and hold the small reset button with a blunt object until your device vibrates
- Replace the front panel
BROKEN EVO STICK IS STUCK IN THE DEVICE
Please ensure your Ploom X Advanced device is switched off before removing the broken stick.
- Close the top sliding cover
- Wait for the device to cool down before removing the broken stick
- Use the cleaning tool or your fingers to carefully remove the broken EVO stick
- Use extreme caution when inserting any object into the heating chamber, as excessive force may damage the internal surface. Do not insert metal objects into the chamber
- Once you have removed the remaining EVO stick, check inside your device to ensure no debris remains in the bottom of the heating chamber
- Dispose of any waste as per your local waste regulations
SESSION WON'T TURN START
There are several reasons why a session will not begin:
- The device may have a low battery:
SOLUTION - Charge the device
Check the battery level. If this is low:
- Plug the charger into a wall power outlet
- The LED light will blink while charging and turn solid when fully charged
- A full charge will take under 90 minutes
- The device requires a RESET:
SOLUTION - Reset the device
- Shut the sliding cover and remove the front panel
- Push and hold the small reset button with a blunt object until your device vibrates
- Replace the front panel
- The device requires cleaning:
SOLUTION - Clean the device
Ensure your device is clean using the supplied cleaning stick; any stray tobacco can lead to connection issues.
- Forgotten manual lock password:
SOLUTION - Override manual lock
- Connect your Ploom X device to a power source using the USB cable provided
- Open and close the top cover, then press and hold the button until your Ploom X Advanced vibrates
- The light will flash for 20 seconds - don't touch the Ploom X Advanced device while the light is flashing
- After 20 seconds, your device will vibrate and the light will flash twice, this confirms that you have successfully removed the manual lock
Please refer to our Ploom X Advanced User Guide and our Ploom X Common FAQs Guide for further information, including how to set up and correctly use your device.
A full range of Ploom products can also be bought on our website, including Evo refill sticks.